File a complaint

What constitutes a complaint under the General Administrative Law Act (Awb)?

A complaint is a way of letting us know that you are dissatisfied with how you were treated by an administrator or staff member. It may also concern a service, process, or product that you believe was not handled properly
For example: you feel that the municipality did not assist you properly.

When is something not a complaint?

Sometimes it’s not a complaint, but another type of report or procedure:

  • Reports regarding public spaces
    For example: a loose sidewalk tile, a broken streetlight, or litter.
    You can report this via: www.westmaasenwaal.nl/meldingdoen
  • Objecting to a decision
    For example: your permit has been denied.
    In that case, you must file an objection via: www.westmaasenwaal.nl/bezwaar 

When might the municipality choose not to address your complaint?
In some situations, the municipality is not required to address your complaint. This applies, for example, if:

  • The event took place more than a year ago.
  • You have complained about this issue before.
  • The matter is before the court.

The complaints procedure

Phase 1: Informal procedure

When you file a complaint, the municipality will work with you to resolve it as quickly as possible in a simple, informal manner.
The goal is to correct any errors promptly and address your concerns.

If this cannot be resolved informally, please contact
. In that case, the formal complaint procedure will be initiated in accordance with the General Administrative Law Act and the municipality’s Regulation on the Handling of Internal and External Complaints.

Phase 2: Formal procedure

If the informal approach does not resolve your complaint, the formal procedure will begin.
In that case:

  • Will the complaints handler hear your case?
  • Will the person you are complaining about also be given a chance to be heard?
    (This is known as the right to be heard.)

After the investigation, you will receive a letter containing the complaint handler’s decision.

How long will this take?

  • The municipality must resolve your complaint within 6 weeks.
  • This period may be extended once by 4 weeks.
  • A further extension is possible only if the complainant agrees to it.

Phase 3: Municipal Ombudsman

If you disagree with how we handled your complaint, please contact
. You can also contact the municipal ombudsman at
. The ombudsman is independent and will review your complaint.

Submit your complaint

There are several ways to file a complaint. 

Digital

DigiDFile a complaint

eHerkenningFile a complaint

By mail

Write a letter and include the following:

  • your name
  • your address
  • your phone number
  • the date
  • a clear description of your complaint

Send your letter to:
Municipality of West Maas en Waal
Attn: the complaints coordinator
Postbus 1
6658 ZG Beneden-Leeuwen 

By email

You can email your complaint to: info@westmaasenwaal.nl
Please include the following in your email:

  • your name
  • your address
  • your phone number
  • a clear description of your complaint 

By phone

Call the municipality's general number: 14 0487

Stop by in person

You can also file your complaint at the front desk at City Hall: Dijkstraat 11, Beneden Leeuwen

Need help?

Do you need help filing a complaint? Please contact the complaints coordinator by calling the municipality’s general number at 14 0487.

Legislation

Annual Reports on Internal Complaint Handling

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